Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
Phone: |
Show more...
|
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for Lumen Technologies
Add new contacts
ADVERTISEMENT
Ryan helped me today. He made the whole process smooth as could be. He helped me create a new account at my new house. He was extremely polite and did his job the best of his ability. I appreciate his hard work and I hope he’s the one that helps me with any problems I may have in the future. Thanks Ryan!
Hi ***,
Thank you for sharing your feedback. We appreciate it that you took the time to post something here and that you are a CenturyLink customer.
'
We will share your feedback with Ryan so he knows.
Have a great day!
Customer Advocacy Team
I have had centurylink since they bought out embarq and the service is never lived up to what it is suppose to be.... Service is slower than dial up and phone service has always been horrible... finally I got a guy that helped me a Tech who came to work on my line.. He told me it was a problem with their box and we would never have service we were promised because the company refused to upgrade systems that were hit by cars old and frayed wires... We literally have a box that is laid over in a ditch without a cover on it because they refuse to fix it... our internet is always slow and never what we pay for and their customer service reps are rude and always unhelpful.. We paid for 10mbps and only received 5 so I bumped down to 6 and only received 3 mbps now I bumped down to 3mbps and only get dial upish speeds
I have reviewed the Revdex.com complaint from Mr. requesting assistance with his internet service and a credit for chronic service problems. CenturyLink apologizes for the service problems we understand how important it is to have reliable internet service.
I reviewed the repair history showing Mr. has had three repair requests over the past month. I requested our Repair Escalations Team ensure the ongoing service issues have been resolved. Repair ticket *** was created and competed the service is now at full speeds with a stable connection. Mr. service is running at 118% of the provisioned download speed and 120% of the provisioned upload speed with a stable connection.
Due to the service issues over the past month I have credited Mr. account for a full month of internet service which has posted to his account and will show on his next billing statement. CenturyLink appreciates Mr. for contacting us, so we could review the repair history, ensure the service problems have been resolved and credit his account for the recent downtime.
Sincerely,
Mr.
I have been abused by this company for 15 years. They have promised repairs that they have never completed. The Internet has frequent outages, delays, and interruptions every day all day long. Day and Night. I have followed their advice and bought whatever modem they recommend, spending $100 or more each time and then they tell me it won't fix the problem. Every time it rains, the Internet gets worse. One technician told me that the rain gets inside the box that is located on a pole across the street from our house and causes the Internet to go out. But they refuse to fix it. I have been promised lower monthly rates and have never received the lower rate. This has been going on for years. The company makes unauthorized changes on my account information by adding incorrect, random email address and phone numbers. They recently updated my phone number for somewhere in Louisiana. I live in Iowa. They made an appointment to fix the internet but didn't show up. They have sent technicians to the house in the past without our knowledge and then the techs try to talk to unauthorized people about my account. The last technician that showed up without our knowledge and without our permission spent his time creeping under a window and when he was caught, we were told he was going to run a cord through our window for us to plug into a modem. They also said we would need to permanently leave the window open at all times once the cord was put through the window. They tell me they have no record of me ever contacting them about the issues but I have emails and chat messages from centurylink over the years that will show they are lying. I've contacted their board of directors, CEO, and social media accounts. I've called them, emailed them, and sent chat messages. This has been going on for 15 years and it needs fixed.
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Ms ***.At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Prior to this reply the
customer had filed a complaint with the FCC with one of my cohorts in the
executive office.Please
see details of the response already given after the FCC complaint was filed and
answered prior to this reply in the PDF file attached to this response.CenturyLink
acknowledges the customers’ concerns and apologizes for any issues or
inconvenience that may have been experienced. Sincerely,***
***
Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
Complaint: ***
I am rejecting this response because:
I provided a previous complaint under ID and the case was closed before I could respond. I was literally given a couple of days to respond. Unfortunately, Revdex.com said the company made a good faith attempt to resolve, but Revdex.com doesn't understand that CenturyLink lied in their response dated 6/22/2020. I am following up to continue the complaint because CenturyLink did not address appropriately, did not provide accurate information, and failed to provide the refund and repairs needed to resolve the complaints. I have contacted the FCC to and have provided a few examples of documentation to show the lies and purposefully deceit by CenturyLink. I am prepared to take all of my evidence to court because CenturyLink is scamming me, scamming other customers, and providing false information to government agencies regarding my complaint. This company has a D+ rating with the Revdex.com so I don't know why the Revdex.com caters to CenturyLink's deception. CenturyLInk needs to be held accountable, the company needs to be shut down and fined. The CEO, board members, and employees need to be put in prison. I am responding to CenturyLink's letter dated 06/22/2020, which again is full of incompetence and lies. My response is below and I have provided documents to the FCC to show their fraud. You should note that they are continuing to not only lie to me but they are also lying to the Revdex.com & FCC. It is my opinion that CenturyLink, the CEO, board members, and every last one of the representatives I have dealt with should be shut down, fired, and sued for their willful and purposeful deceit, which I consider to be criminal including thievery for the large amounts of money they have stolen from me. But I digress. Please review and ensure this company and its people are held accountable. 1) CenturyLink states they opened the "first ticket" in August 2019 but was closed because of no returned call. This is a lie. They need to provide evidence of what number they called, the date they called, the exact date the ticket was opened, what the ticket information included, who requested it, and why. I have returned every call ever made to me. Any claim that CenturyLink makes to say that they called me needs to be provided with sufficient evidence and they have failed to do so. I can certainly request my cell phone records to dispute their claims; however, they can't just vaguely state they called without giving a date and number. They are purposefully eluding facts in attempts to avoid being caught in lies. 2) CenturyLink states they opened the "second repair ticket" in October 2019. Again, they need to provide dates, names, and descriptions of ticket information. Any vague information is consider more lies. The technician states he left a message for me to call him. Again, dates, phone number, and explanations needs to be provided. Again, they are purposefully eluding facts in attempts to avoid being caught in lies. CenturyLink states a technician was dispatched on 10/9/2019 but says I didn't return his call. However, the technician concedes that I called on 10/10/2019 - so which is it? Either I returned his call or I didn't. They can't have it both ways. For this specific repair ticket I told them with 100% accuracy to ONLY check the outside of the house. I told them I would not be home and no one would be authorized to come into the house. The technician KNEW and STATED HE KNEW that he was not to go into the house but instead, he tried going into the house. My daughter was home alone and the technician made her extremely uncomfortable with trying to access the home EVEN THOUGH he admitted to my daughter he was not to be coming in the home. He bullied her and said, "Oh, I thought your mom said no one would be home but it looks like you're here." He had no right to bully her and he talked to her accusatory as though I was lying about not being home. To clarify... I WASN'T HOME and he had direct orders to NOT go into the home without me there. 3) CenturyLink states I inquired about a speed upgrade and I was informed it would require an inside premises technician install for 40 Mbps VDSL Bonded service. What is the date of this inquiry and what is the date that I was told of the inside install for 40 Mbps? I have further responses for this accusation but need to know what dates they are referring to before I can respond to their specific allegations. 4) CenturyLink states they spoke with *** on 4/24/20 to upgrade the speed to 40 Mbps and a service date was scheduled for 4/28/20; however, because of COVID-19, the upgrade installation was postponed to 5/28/20. COVID-19 was not a new concept on 4/24/20 when the installation was scheduled. Why did they schedule installation on 4/28/20 if they knew they couldn't do it? I scheduled time off from work for 4/28/20 due to this appointment and CenturyLink never bothered to notify me that they were not going to come to the house that day. They had promised *** they would send me an email to confirm the date and would call within 30 min of arriving. We trusted they would come and they didn't. *** called on 4/28/20 to ask CenturyLink why the technician wasn't responding. *** was told on 4/28/20 about the COVID decision but couldn't give an answer as to why no one bothered to tell us on 4/24/20 why they even scheduled it knowing they couldn't go into the home due to COVID AND they couldn't give an answer as to why no one bothered to tell us on or before 4/28/20 that they weren't going to show up. Later that day, we had our windows open and my son and my dog heard noises outside. When we looked outside to see what the commotion was about, we found a CenturyLink technician creeping underneath our windows. As soon as he realized we found him, he immediately left the property, got in the CenturyLink truck and left. I notified *** of this event. *** called CenturyLink again and was told the technician decided he was going to run a line through our window without notifying me and without my permission to run a cable through the window to plug into the modem. *** was told by CenturyLink that when they run the cable through the window, we would not be allowed to ever shut the window. *** asked if CenturyLink was going to accept responsibility for rain/snow coming in through the window, accept responsibility for increased utility bills due to heat and AC loss through the window, and accept responsibility for burglary, injury, etc for not being able to shut and lock the window against intruders. CenturyLink said they would not accept responsibility for this and hadn't considered these devastating scenarios when they decided to run the cable through my window without my permission or knowledge. 5) No one notified me of the 5/28/20 technician repair date with any certainty because I contacted CenturyLink MULTIPLE times trying to get someone to respond to me, email me, call me... basically any possible way to communicate and they REFUSED. I told them I wanted all of their promises (aka LIES) in writing BEFORE any one comes to the house because for 15 years, they have never followed through on anything and I am tired of their lies. On 5/28/20, a technician named *** and a technician supervisor named *** came to the house in 2 different trucks. When I answered the door, *** said they were here to install NEW internet service. I told them I already have Internet service and do not need NEW service. Both *** and *** looked confused and started reading over their notes. I told them I had filed complaints about needing someone to come to the house to do an upgrade but no one ever follow up with me. I told them about the prior 4/28/20 service date and the guy creeping under the window. *** admitted that running cables through a window is common practice. They acted oblivious to the fact that I had filed complaints. And then while *** was talking, she let it slip that she had been aware of my complaints so I asked her why she pretended to be surprised when I initially told them I had filed complaints. She admitted she knew about the complaints, which is why she was there to supervise. An IMPORTANT NOTE.... after I explained all of the complaints to *** and ***, I specifically told them I absolutely was NOT cancelling the service order but I wanted it in writing FIRST of what actions and fees would be taking place. *** said he promised me I would not be charged anything for all of the work that needs to be completed and *** promised me she would provide a new modem at no charge. But neither one would put these promises in writing. I told them multiple times I wanted it known I am NOT cancelling the work order and they both promised they would make a note on my account showing I was not cancelling. *** gave me her business card to contact her and then she handed me a 2nd business card to write my phone number on it because she promised to have someone from the executive office call me to follow up. She never gave anyone my number, never followed up with anyone, and never followed through on her promises. Again... CenturyLink is lying to me AND to the FCC. Furthermore, they told me that every time I or *** was promised 40 Mbps, those promises were lies because the town in which I live does not have the access to go to 40 Mbps. An IMPORTANT NOTE..... CenturyLink admits in their letter dated 6/22/2020 that they promised 40 Mbps, which was never going to happen because our town does not have the capability of receiving 40 Mbps, according to *** and ***. More evidence that CenturyLink has been lying for years not only to customers, but to government regulators. More evidence of scams and stealing money. 6) I want to know why CenturyLink states I cancelled the service order on 5/28/20. Did *** or *** say this? And CenturyLink states they notified me of this service date. How was I notified? Apparently CenturyLink doesn't understand the work from home concept because in order for a technician to perform repair services, I need to make arrangements with my employer to be offline for the day in order for the repair to take place. I am required to get approval to be offline for the day and I am required to have back up representatives fill my absence, because unlike CenturyLink, the customers matter at the company I work for and we don't just make empty promises and leave people hanging. CenturyLInk not only impacted me, but impacted all of the customers I work with. CenturyLink may not give a rip about their customers, but I care about mine. I value my customers, my fellow team members, and my company. CenturyLink should actually treat people like the human beings they are instead of a free money laundering scheme. I have proof of the visit on 5/28/20 and CenturyLink would be wise to be careful about any lies they try to tell. I am prepared to take all the proof I have to court. 7) CenturyLink states in September 2019, I contacted CenturyLink about unauthorized changes on my account for my phone number and email address. CenturyLink states they investigated this and found no evidence the contact information had been changed on the account. I've attached a few of many examples I have showing the contact information was changed without my permission and this has been going on for years. I've asked their fraud department to research it and CenturyLink NEVER responded to me. 8) CenturyLink says they are responding to numerous complaints regarding services over the past year and states they have reached out to me numerous times to resolve. What dates have the supposedly reached out to me and by what means? What phone number and what email? Because, it hasn't happened. Maybe it's because they keep calling wrong numbers and contacting wrong email addresses because their company employees keep changing my contact information without my permission. I won't accept this as an excuse; however, it may help to identify their incompetence. I have attached a small sampling of communications. I've contacted the CEO, board members, ethics department, social media, and specific representatives. You'll see my account updated with a wrong phone number of , an email address of ***@msn.com, and an email showing they have been trying to call me at . I have emailed them and called them over and over and over to give them the correct phone number and email address. Yet, they fail at contacting me, which shows they are purposefully avoiding their responsibility and obligations. I don't know what research they are claiming they did but it's right here in black and white to show my complaints are 100% accurate. You'll see based on the dates of a few examples, this has been going on for years.. not just the past year like CenturyLInk lied about. They think that just because they send me a computerized message saying Thank You for contacting us or Please Accept our Apologies, that this fixes the issue. It doesn't. I have been ripped off for years and I want all my money back.
I want all of the promises they have made to me in writing, including, but not limited to 40 Mbps, an upgraded new modem at no charge, upgraded wiring and technician services at no charge, and a lifetime monthly bill amount not to exceed $30.00/mo for 40 Mbps. I want a refund of $18,000.00 (which will continue to double for each time CenturyLink continues to lie and fails to respond). I want the CEO to call me personally to apologize for his incompetence and nasty behavior. I want CenturyLink to stop changing my phone number and email address without my permission. I want all of the aforementioned items in writing and resolved prior to scheduling a repair service date. I have much more evidence available than what I have provided to the FCC as well as witnesses and other customers who have experienced similar complaints. I am fully prepared to take this all the way to the United States Supreme Court. I'm tired of CenturyLink screwing over me and other customers.
Sincerely
Per the response already given Ms. on the last reply.
This is copy of the response to her rejection of the answer to the FCC complaint already submitted.
"In response to the rebuttal
by Ms. ***, CenturyLink reiterates that it has attempted to
address her concerns multiple times. CenturyLink’s response to Ms.’s
informal complaint, dated June 22, 2020, described specific steps taken
regarding her allegations and direct communications with Ms. to
clearly explain information about her service and account. CenturyLink
disagrees with Ms.’s characterization of facts, CenturyLink intentions,
and the nature of CenturyLink interactions with her as described in her
rebuttal. Instead, CenturyLink stands by the accuracy of the information
provided in its earlier response and believes it has sufficiently supported and
addressed Ms.’s complaints and alleged service issues.
However, it is clear that Ms. is not happy with the
service provided by CenturyLink and CenturyLink’s continuing attempts to
address her concerns. As a result, Ms. has the option to select
another service provider and would not incur any CenturyLink termination
charges if she exercised that option. She is free to do so at any time. If she
chooses this option, CenturyLink will work with her to disconnect her service
and account."
Sincerely
Complaint: ***
I am rejecting this response because: CenturyLink has failed to provide factual documentation to support their stance. I, on the other hand, have provide multiple documents, dates, and names. My documentation FULLY supports my complaints over a span of multiple years. CenturyLink absolutely 100% refuses to respond to any of my attempts to contact them. They should be fully prepared to answer to these issues in court. I have a full recording of the visit made by their shady representatives, which prove even more that they are lying. I increase my demands to $36,000.00 and will continue to pursue financial remedy. This is their last chance to own up and resolve these issues. If they are claiming they have tried to reach me multiple times, where's the proof? They have none because it hasn't happened. But I have provided proof.
I don't have other options in my town for internet providers and they know this. This is why they continue to play their unethical and illegal games. Plus, even if I did, I shouldn't have to go to another company just because CenturyLink refuses to provide the services that I pay for. I've held up my end of our agreement. It's time CenturyLink does the same. If they can't or won't, then they need to be shut down and their CEO and all representatives included in this mess should be fired.
I'm willing to negotiate but CenturyLink MUST come clean!!! They are ripping off me and so many other customers!!!
Sincerely
On March 28 I called Centurylink and asked to have my home phone disconnected (but I was going to keep internet service). The next bill I got was about $130, which still included the phone bill. I called, and I was told it would be the last bill for phone service. However, my current bill is $140.73. I called today and was told I would have to talk to cancellation, as they did not turn in the request to cut off the phone. I sat on hold for 32 minutes, and no one answered the phone. I called again and asked for a supervisor, as the Revdex.com page states that Centurylink would like to have done. *** told me he didn't have a supervisor in his department. The best he could do was to send me to the same place that never answered the phone earlier. I have wasted enough of my time trying to contact Centurylink.
I have reviewed the Revdex.com complaint from Mrs. regarding a billing dispute on her account. CenturyLink is happy to investigate this matter and provide Mrs. with our findings.
Mrs. states she called on 03/28/2020 to have her home phone disconnected and keep the internet service. I was able to review the call from 03/26/2020 Mrs. requested to cancel her home phone service and keep the internet service. The agent *** was in the CenturyLink repair department and gave Mrs. the phone number and office hours to our customer care department then transferred the call. I don't show any further activity on the account for that date the call time was 9:48pm so I'm not sure if Mrs. was able to speak to our customer care department to make the requested changes. The account history shows Mrs. did contact us on 05/27/2020 and spoke to agent *** regarding the billing being higher than expected. On 06/19/2020 CenturyLink issued an order correcting the account services and adjusted Mrs. bill a total of $187.13 to cover the overcharges.
CenturyLink apologizes for the service order error causing this billing dispute we certainly understand how frustrating that was for her. CenturyLink appreciates Mrs. contacting us, so we could investigate the cause of the over billing, ensure it has been corrected, and provide Mrs. with our findings.
Sincerely,
Mr.
I closed an account with CenturyLink more than six months ago (December 2019), when I moved to a new home, and received a notice that I had zero balance. I have checked that account number online and it still shows zero balance. I called CenturyLink and they confirmed that I have zero balance.
However, in January, CenturyLink started sending notices to my old address stating that I owed a balance under a completely new account number I've never seen before. I never received these notices. Eventually, they sent this balance to collections. When I call CenturyLink, they send me in circles: Billing confirms I don't owe anything then sends me to Collections, Collections (depending which person I talk to) either says they don't see a balance or they see one but can only help me if I'm willing to pay. Collections then forwards me to Disputes, who says (depending which person I talk to) that they don't see a balance or this is a DirecTV bill. Of course DirecTV also says this isn't coming from them because I owe no balance to DirecTV (and also it's a different company). This is an outrage and fraud.
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Ms..Prior to this reply, the customer filed a complaint with the Washington State Attorney Generals office. The reply that was already provided was as follows:“Records show the Account *** was disconnected February 10, 2020. The bill in question was for account *** that shows a balance due of $176.27 for DirecTV charges (ACCOUNT NUMBER ***) which CenturyLink paid on behalf of the customer. Each bill was mailed to the customer at 922 21st Ave, Seattle, WA 98122. CenturyLink billing of DirecTV charges stopped on October 2, 2019, due to non-payment. From that point forward any DTV charges would have been sent to the customer by DirecTV. We are contractually unable to change or credit DTV charges. DirecTV can be reached by calling .I trust this provides the necessary information to close this complaint as it pertains to CenturyLink.”CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,*** Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Complaint: ***
I am rejecting this response because: DirecTV has stated and sent me records showing that I have no balance outstanding with them. The collection notice I received was from CenturyLink, not DirecTV. So it is inappropriate and incorrect for CenturyLink to suggest this bill is now coming from or should be managed by DirecTV. If CenturyLink is claiming unpaid amounts and CenturyLink has forwarded those amounts to a collection agency, CenturyLink should be responsible for notifying the agency that CenturyLink no longer claims to be owed that amount. At a minimum, I'd like a letter from CenturyLink clearly stating that I have no balance outstanding and owed to them.
Sincerely
CenturyLink appreciates the opportunity to review the issues or concerns regarding the rejection that has been submitted by Ms.. There is nothing new in this rejection that changes the several responses from both and one of my cohorts in the Executive office.The reason that DirecTV indicates the customer has a zero balance with them is that it was paid in advance by CenturyLink prior to the final billing. These are charges that are correct charges and they will be sustained. Again, CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,*** Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
I signed up for internet service through CenturyLink. The internet service itself has been great with no interruptions or slow speeds. The product is great. Autopay required, no contract. The customer service options on the other hand are a scam. I've recently moved and have someone else willing to assume responsibility for the account.
I was first told to add an authorized user to the account. The chat was interrupted so I tried calling a week or so later. The first time I called, the automated system hung up on me. The second call, I got through the automated system verifications then got a recorded message saying no one was available and it hung up again. I tried going through the chat support after this. The support tech verified my info, then sent me either someone else's declined payment information or tried processing a random ~$55 payment. She then told me I'd have to call another number to solve my issue.
I called the number provided, got a human (who was wonderful) who told me she cannot handle my account but would transfer me to the department that could. I was transferred back to the original automated system. As soon as I chose the disconnect services option, the system again hung up on me.
Phone call 4, I called the provided number again and was given a direct line as opposed to automated system. A customer service rep answered, verified all of my info, then told me that their system is experiencing issues and they cannot process any requests.
Through this, I am unable to transfer/disconnect services while my bank card is still on autopay with no way to stop payment without hurting my credit. This means I will continue to be billed for a service I don't use or want indefinitely.
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted b Ms. *** At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. The customer had called in during a time when the company was transitioning certain groups to assist from home requiring a major on the part of CenturyLink to migrate the ability to use certain systems from home that they may have not been familiar with. Additionally, there were application issues that didn’t allow for the requested change of the name on the account as requested.At this time, I have contacted the customer and processed and order to get the name changed on the account, a pre=paid “Simple” account.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,Steve Schwartz Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
when I moved in to the apartment I was forced to get their terrible service because it was already prewired and I had no other options or freedom of choosing the service. Now that I have moved they are not refunding me about $40 worth of 20 days remaining by saying your account is prepaid. I contacted all their departments and they are extremely rude and not working with their customers especially in this difficult times. They literally stealing people's money and the speed they claim they are providing is always 30mbps less than what it should be.
CenturyLink appreciates the opportunity to review ***
*** account, ***. Our
records indicate *** disconnected his account on May 26, 2020. CenturyLink does not prorate High-Speed Internet
service, as outlined in the CenturyLink High-Speed Internet Subscriber
Agreement. The Agreement states,You may cancel your Services at any time.
However, if you cancel your Services on any day other than the last day of your applicable billing cycle, your
payment for that month of Services will not be prorated or refunded and your
Services will terminate on that date.A
link the Subscriber Agreement should have been on ***
confirmation email. The Agreement can
also be located at CenturyLink.com (www.centurylink.com/legal/en/highspeedinternetsubscriberagreement_LQ.html).CenturyLink is sorry that *** disagrees with
the policy and appreciates the opportunity to address his concerns. His request for additional compensation is
respectfully denied.MargaretCenturyLink Customer Advocacy
I attempted to open an account for internet service through CenturyLink. Initially, I signed up via their website and received a confirmation page with my order number and details. I was supposed to receive an email with my account information, but I never received such an email. I attempted to resolve the conflict for several hours by way of CenturyLink online chat and eventually over the phone. They explained that there was a glitch in their webpage and were experiencing a large number of issues related to their webpage. I understood their predicament and allowed them to sign me up over the phone. They assured me that they would send me an email with all of my details regarding my account. They also provided me with a new confirmation number. Hours later, I received no such email and tried following up with CenturyLink about the issue. They have no record of my account in the system. Their solution? Contact customer service again. It is disappointing that it is incredibly difficult to start service with this company and that they are unable to solve simple account problems.
I have reviewed the Revdex.com complaint from Mr. regarding a request for a payment refund and account information due CenturyLink systems issue while setting up his service. CenturyLink is happy to look into this matter and provide Mr. with our findings.
I show Mr. has an active prepaid CenturyLink internet account with number ***. The account history shows we refunded Mr. Leydet's first $65.00 payment back to his credit card on 06/20/2020 confirmation number ***. The next scheduled payment is set for 07/01/2020. Centurylink pre-paid accounts are supported by specially trained agents. Our Customer Care support number is *** and our simple pay repair number is ***. CenturyLink also has live chat options for our prepaid account if customers prefer to get assistance via that option from our website.
CenturyLink apologizes for the website issues Mr. experienced trying to set up his service we understand how frustrating that was for him. If, Mr. has any additional questions regarding his account I am happy to help he can email me directly *** or request assistance via this Revdex.com forum.
CenturyLink appreciates Mr. contacting us, so we could ensure his payment has been refunded, provide him with his account number, and provide him with direct simple pay support number and my email address in case he needs help in the future.
Sincerely,
Mr.
Wouldn’t give them 1 star, but had to in order to write the review. I have had them for 7 years and they are the only provider in my area. Horribly slow internet with constant outages. Terrible customer service when calling. I am currently paying $77 a month for the worst 10 mgps of internet which is basically robbery.
We’re sorry to hear that you are not satisfied with your CenturyLink customer service experience. In order to assist you further, a member of our Customer Advocacy Team will contact you via email at the email address provided in your review. Thank you, CenturyLink Customer Advocacy Team
We bundled our internet service and directv with centurylink years ago. At least 5. We always paid our bill for directv to them. We had to change internet service providers 2 years ago but continued to pay centurylink. Never once was I ever late, or missed a payment. I then last month revealed bill form directv for 2 months worth of billing. I called centurylink and was told that they cancelled my account last December. Never received notice of that. They also said that it has always been a month behind due to directv billing cycle. Never in 5 years has it been late or behind but now, I amid a month behind? I called directv and they said that they had not received payment from centurylink. Directv stated that I should freeze the payment to centurylink that I had just sent, because they never received it. I did so. Ow century link wants to turn me over for collection for money they didn’t pay to directv and cannot prove that they sent to directly to directv on an account that they themselves stated was closed in decor 2019, without contacting me. I believe that by following the directions from directv that it is an issue with centurylink trying to get money they are not owed, and will not be paid.
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. When a customer ports a number associated with a product on a specific account, any other products billing on the account remain.This is determined by how the porting in carrier request /writes the order. I the porting in company had requested this port as a cancelation on not a change order port the DirecTV billing would have ceased to be invoiced through CenturyLink and gone to billing straight from DirecTV.This did not happen and as a result, a stand-alone DirecTV account was created and continued to bill through CenturyLink.DirecTV invoices the charges in advance of the billing and these are paid automatically on demand prior to being billed to the customer. In order to review this complaint further the account number from the stand-alone account or the account that had the internet service will need to be provided.The customer may do this through the rejection process or send the information to the case manager handling this case at *** or further review.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,Steve *** Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
centurylink again raised my rate, so I called and rep said they could lower my rate if I dropped my internet to 10 MBs. So I said ok. was told my new rate would be $ 84 dollars and change with all taxes and fees. My new bill is 110. and change. I have called centurylink 5 times now and wasted over 4 hours. One time I sat I hold for over an hour waiting to talk to a manager since the customer service could not help. Manager never came on. Tried again and customer service just put me on indefinite hold while they checked my account and never came back. Paid what my bill should be but am sure they will keep billing me the wrong rate.
CenturyLink appreciates the opportunity to review Ms.
*** account, ***. Our
records indicate Ms. spoke with a CenturyLink representative on April
6, 2020. An order was issued to change
the Home Phone and Internet package to our Price for Life Package, billing at
$85 per month before taxes. A $10 promotional
discount was also offered, which would drop the monthly rate to $75 per month
before taxes, fees, and surcharges. The
order completed on April 28, 2020.Because the due date on order was the same date as the bill
date, the changes did not make the April 28, 2020 bill. Thus, Ms. was billed for her ‘old’
package for another month. Ms. Williams
spoke with a representative on May 6, 2020. A credit for $23.04 was applied.The May 28, 2020 bill reflects the new Home Phone/Internet package
for $85 per month, less the $10 promotional discount. This bill also reflected
pro-rate charges and credits since the order completed on April 28, 2020. The bill also reflected a $6.67 past due balance. Because of the past due balance, Ms. Williams
was correctly billed Late Payment Charges.In an effort to satisfy, an adjustment for the Late Payment
Charges has been applied. A credit for
$23 was issued on June 17, 2020 and should be reflected on the June 28, 2020
bill. Ms. is a valid customer
and I apologize for any confusion that occurred. CenturyLink
regrets any inconvenience Ms. has experienced.MargaretCenturyLink Customer Advocacy
ordered century link internet service 4/30/2020 and still do not have service order conformation# *** I have called several times. installation was scheduled for 5/07/20
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Ms.. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Unfortunately,
the servicing terminal in this area is at capacity and there are currently no available
pairs of wires that can be used to provide the customer service at this time.
The customer has been advised of this prior to this reply.Until
someone cancels their service, or a capacity upgrade is deemed reasonable, this
customer’s order for service will stay on hold.CenturyLink
acknowledges the customers’ concerns and apologizes for any issues or
inconvenience that may have been experienced. Sincerely,Steve
*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
They stated when I signed up it would be $50 per month and 20 mb download with a 5 mb upload. I have been telling them since 3 weeks after I got the service that the speeds are not good. I use the software they showed me, "Speedtest.net" which saves each time you test your download and upload speeds and the date. I have been billed over since 4, 2019 - May 17, 2020. I have been charged $472.64 when my bill showed have been no more then #350. give or take twenty dollars. I have tried to contact them by phone, facebook, and email, and every time and everywhere I get mishandled and given no help. I have been trying for no less then four month and will include my last conversations from Facebook. I was also sent a modem even though I did not request one and specifically told them I already had one from them. I get 15 late fees every single bill. I was reimbursed $40 in late fees last month after three hours on the phone, only to see again that I have a 15 late fee on a $25 bill? They are riping people off.
CenturyLink appreciates the opportunity to review Ms. ***’s account, ***. Ms. ***’s account was
established on October 4, 2019. Her 20
Mbps Internet service is billing at $50 per month, as quoted. As reflected on the monthly bills, she has
been carrying a past due balance every month, except the October 10, 2019 and January
10, 2020 bills. Thus, the account has
been correctly billed Late Payment Charges and a Restoral Charge due to the
past due balance and the suspension in service due to non-payment.In an effort to satisfy, representatives have adjusted $75
in valid Late Payment Charges; $20 on December 17, 2019, $40 on April 20,2020,
and $15 on May 20, 2020. CenturyLink
respectfully denies Ms. *** request for further compensation.Our records do not reflect any repair tickets have been opened
since October 2019. Ms. ***’s Internet service was tested. Our records indicate she is receiving her paid for speed and the line is
stable. If Ms. *** is
experiencing issues with her Internet service, she is encouraged to contact
repair so a repair ticket can be opened.***CenturyLink Customer Advocacy
Complaint: ***
I am rejecting this response because: I have numerous saved chat windows trying to establish a bill set up. How I never received a paper bill without a late fee, not once. There is something wrong with the billing set up. I have also asked about the fact that my speeds never make the speeds promised. My next door neighbor was told today the wiring in the building will not allow it, its too old. I was also charged for a tech to come out, even though I was promised it would not be billed. I had to sit on the phone for hours with stress and then writing emails and chats. It is not fair. I would like a clean slate once a for all, I will pay the monthly fee, set me up with a dtae when my paper bill wil be recieved with time enough to pay it. I can prove I have had substantial resources in my accounts to pay the bill but am constantly mis-billed in order to make more money.
Sincerely
Ms. *** was
correctly billed for repair technician on the November 10, 2019 bill. This was
for an October 10, 2019 service call. A
credit for the charges, $145, was applied to the account on December 20, 2020,
in an effect to satisfy. The credit is
reflected on the January 10, 2020 bill.
CenturyLink has reviewed our previous response to Ms. ***’s issue. After careful
consideration, we believe our original investigation and responses to be
valid. CenturyLink has closed this
complaint. ***CenturyLink Customer Advocacy
Group
I have made multiple calls to Centurylink concerning the Internet issue that I have been having problems with. Today was the last time I wanted to hear that they are going to send out another tech to check the wiring that is outside. When the first tech couldn't fix it but thought he did and now they are going to send another one who is going to do the SAME BLASTED thing except today I Tried over and over again to let them know IT ISN'T MY LINE IT IS THEIR NETWORK mainly because my brother who has his own line his own account and having the same problem that I am. So I was telling a supervisor this and I was informed that they don't have the manpower to upgrade the service. I hung up on them because as far as I am concern it is crap that they don't want to listen to the customer
Response to the Revdex.com:CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mr..At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.The repair history on this account indicates that there was an issue with the CenturyLink side of the connection.That was repaired and the customer is getting the full purchased rate.CenturyLink does not give adjusted pricing except for actual downtime and will not be issuing the requested 6 months of adjustments.As a courtesy to the customer, I have issued a $25.00 adjustment to the account. With applicable tax, this adjustment comes to $26.69.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely
On 4/02/20 I was told internet service could be provided to my home in a rural area. I was told that a modem would be needed. That day I ordered the internet service and bought a modem from the company. On 4/03/20 I called the company to add placement of a jack to my order. The modem arrived on 4/09/20. A service technician came out to install the jack and begin internet service on 4/13/20. After placing the jack in my home and a few hours of attempting to obtain service, I was told that the DSL did not reach my home and I would not be able to receive internet connection. On 4/15/20 I called several times between CenturyLink and CenturyLink Simple Pay. I was told that the account had already been cancelled and this is why I was unable to log on to my account. At this point, the fee for internet service had been refunded. I was told that there would not be a refund for the placement of the jack (that did not work) and that a return label for the modem would be sent through the mail. After logging on to the Revdex.com website, I called the company back and requested a supervisor as stated on the Revdex.com website. I was refunded for the jack installation and was told the return label would be in the mail in 7-10 business days. It has now been 20 business days and I have yet to receive the return label for the modem.
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Ms..At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. All the charges that were promised to be refunded have been so. As for returning the modem, all the customer needs to do is go to www.CenturyLink.com/returns fill out the necessary information and print a no-charge return label.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely
Complaint: ***
I am rejecting this response because:4/15/20 I attempted to log on and print return label. The account had already been deleted and I was unable to print a label. I spoke to *** who told me to take the modem to UPS and to call back with the tracking number. At that time I went online to file a complaint with Revdex.com and was instructed to call and speak to a supervisor. Of course when I called, all supervisors were busy, but I was told a label would be mailed to me. The label finally arrived around a month later (5/14) and the modem was returned 5/27 via UPS. Currently, as of 6/12, there has still not been a refund for the modem.
Sincerely
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Mrs.. Event
though confirmation of the returned modem has not been established, I do see
that label was sent and based on this information I have adjusted he payment to the card that was used to set
this account up with in the amount of $107.00.CenturyLink
acknowledges the customers’ concerns and apologizes for any issues or
inconvenience that may have been experienced. Sincerely,***
*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
Complaint: ***
I am rejecting this response because:
As of today at 4:00pm, the amount stated has not been refunded to the account used to complete the payment for the modem. The modem was returned and receipt was confirmed. The UPS tracking number is *** and a screenshot is attached. Furthermore, I am still receiving payment requests in the amount of $90.95. I would like the payment requests to be discontinued and the amount for the modem to be refunded.
On a side note, it saddens me that service was unable to be provided at my home. The home across the street as well as the home 2 doors down both have Century Link. I always pay on time for services that are provided. It is unfortunate that Century Link is unable to extend service 100 feet. I do, however, understand that this not easily accomplished.
Thank you for your time.
Sincerely
As was posted prior:"event though confirmation of the returned modem has not been established, I do see that label was sent and based on this information I have adjusted he payment to the card that was used to set this account up with in the amount of $107.00."If the adjustment which has already been cleared by CenturyLink has not posted to the card the customer will need to contact the bank the card was issued from to see why they have yet to apply it to the balance.Sincerely,*** Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Worst customer service I have ever experience!!!! They make promises they do not keep to get you sign up. Typical bait and switch!!! Spent at least 50hrs helping them set up system VOIP PHONES and they still gave me the shaft on refunding my old system T1 internet and phone that took them 4 months to disconnect and not in use for 10 months @ $360 a month , to much stress with this company!! Good luck getting any help from this big company!! All we are is a number to them, do not expect anything less!!!
We’re sorry to hear that you are not satisfied with your CenturyLink customer service experience. In order to assist you further, a member of our Customer Advocacy Team will contact you via email at the email address provided in your review. Thank you, CenturyLink Customer Advocacy Team
I am attempting to order and install new service. Since my original order I have received four (4) letters from century Link with four (4) different order numbers. I have made multiple calls as to the status of the install. I was first told the process went to engineering and would take ten days, then I was told a site survey was going to be conducted on May 7, then I followed up on the status of that site survey and was told the order was cancelled. So I called and after three and a half hours on the phone transferred to different departments I found someone who "re-wrote" the original order. I was told to check back in 48 hours - which I did this afternoon. I was told once again that the order was cancelled. I have NEVER experienced such confusion and ineptitude ever. How can you even exist as a company? Which order number should I be referencing? Your company ought to be fined for lack of any process, clarity, or customer service. I am one of the people who actually is telling you I am willing to BUY your service but you are so confused you cannot get out of your own way. I am next filing a complaint with the PUC. Honestly, the worst company in the history of mankind.
We’re sorry to hear that you are not satisfied with your CenturyLink customer service experience. In order to assist you further, a member of our Customer Advocacy Team will contact you via email at the email address provided in your review. Thank you, CenturyLink Customer Advocacy Team
I was lief to by several different customer service representatives. I was told by *** lwho sold me the internet service), that a technician would be cominh tp my house to activate my phoneline so my new dsl modem service would work. I explained to her that there are no active lines in my home. The modem I finally received via ups doesn't work according to *** (technical support) after several tests. So now im still waiting for my service to start working, a technician to physically come to my home to activate the phone line they should have already and a new modem to arrive. This is an example of the worst customer service I've ever experienced. I deserve a free month. This is of coarse if I ever get my promisex service.
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mr. Conway. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. This was sold to the customer via a third-party dealer. Unfortunately, these calls cannot be recorded. The installation to the home on this order does not include and inside set up and verification that it would work once CenturyLink installed the service wire to the network interface on the outside of the home. This would have appeared as a separate charge as CenturyLink does not do the initial inside working that is done when the home is built, this is done by the contractor at the time of the home construction. any inside wiring issues or jack wiring issues that may have led to part of this issue would have required an additional fee.The modem issue is unfortunate, but records indicate this only caused a 1-day delay in the services working as technical records show that as of the 12th of may the modem is authenticating 100% and at or above the purchased rate.As a courtesy for the misunderstanding and issues with the initial modem I have issued a one-time courtesy credit of $25.00.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely
I tried to get Century Link internet in my condo in Pagosa Springs, Colorado. After driving 12 hours for the appointment with them as this is my vacation home, I was told that it was not possible without written approval by my condo association as they would have to run lines. I cancelled the service and have never had any service by Century Link. I received a bill, called and talked to a rep who assured me it would be erased. This has been over 4 months and today I received a bill from a collection agency for $208. I called Century Link, talked to a rep who assured me my records showed I had never had service but said she needed an account specialist to erase it. After another 20 minutes on hold with loud talking about Century Link, a rep came on line, said he couldn't hear me and hung up. I was in the same chair as when I made the call and could hear him just fine. This is way too much trouble for something that was not fault of mine.
We’re sorry to hear that you are not satisfied with your CenturyLink customer service experience. In order to assist you further, a member of our Customer Advocacy Team will contact you via email at the email address provided in your review. Thank you, CenturyLink Customer Advocacy Team
Century Link is the worst company I have ever done business with. After 5 call centers and 6 hours on the phone they failed to solve what should have been a very simple problem of verifying my identity. HAVE YOU EVER HEARD OF SOCIAL SECURITY NUMBERS?! As a result I am cancelling my accounts with them and will never EVER do business with them for the rest of my life. UGH.
We’re sorry to hear that you are not satisfied with your CenturyLink customer service experience. In order to assist you further, a member of our Customer Advocacy Team will contact you via email at the email address provided in your review. Thank you, CenturyLink Customer Advocacy Team